MTN stop putting processes before your customers!!!!!

Account K***: Mobile number ***

itumeleng kgatle <***> Attachments Fri, Jan 29, 6:03 PM (3 days ago) to Complaints, Linda, Olga

Dear Complaints Department,

I phoned sometime mid December 2020 to make my intentions about cell phone contract number ***, known that I want it to be cancelled on expiry date of 23 Jan 2021, which was a Saturday. I was then told to call on or after the expiry date. I only phoned mtn today on 29 Jan 2021, after getting a statement which included the same number i wanted to cancel, bear in mind this is 2.5 days from the day i was supposed to have phoned yet again, to inform Mtn to cancel this contract

When i got through to retentions, i was told that there was no notification of cancellation, however have a reference *** and name Cindy, this must have been the time when i spoke to Sam Mathebula who transferred me to the retention team on 31 Dec.

Today when i spoke to Olga Kok ref ***, she said i have to first sort out the billing query cause my account shows arrears and therefore she cannot cancel the contract.

I had phoned 4 times on 29 December and again 30th about this billing issue, got through to Linda Zondi, who told me the September 2020 payment is the reason for this arrear amount. I then emailed him my bank statement of which he acknowledged receipt thereof. I found out today 29 Jan 2021, that nothing has been reconciled and hence my account was still showing arrears.

Because of this billing issue, this contract now is opened ended with no discounts, which means the invoice closed 28 Jan 2020, has an amount of R400+, way more than what I paid for a 10gig line, that I have been wanting to cancel since December.

After spending almost 5 hours on the phone with Mtn today, between retentions and finance, I got through to Olga Ntsime (credit control) who says the arrear amount showing on my statement, came about when Mtn migrated to the system, of which I don't what know what is that have to do with the payments i have been making cause I never skipped payment.

She then e-mailed me a recon statement from 2018 (attached) which I went through and I cannot seem to find an arrear amount as the account as at end of April 2020, where the statement ends, had R0.00 balance. I'm stuck with a contract that is more expensive because of an admin nightmare from your finance team.

Mtn are able to load a pro-rata charge when one makes an upgrade or sign up in the middle of the month, but today, two days after invoice date and wanting to have the contract cancelled, I'm told there's no pro-rata once the statement is closed. With the horrific client experience I had to endure since the end of December 2020, I insist that someone who has authority within Mtn, to have this latest statement rectified AND either remove the charge for this contract on my latest statement or charge me a pro-rata fee for two days ( for 28 & 29 Jan 2021) because I could still not get the contract cancelled today because on the arrear issue still pending, which your finance team can't seem to explain on your recons.

Please acknowledge receipt of this letter and turn around time of resolving this issue, failing which, I will be taking it up with your Group CEO's office before taking it up with ICASA

Regards Greg ***